CRM Manager

Company Description

About Playtech                                    
Founded in 1999, the company has a premium listing on the Main Market of the London Stock Exchange and is focused on regulated and regulating markets across its B2B and B2C businesses. Both divisions leverage Playtech’s proprietary technology to deliver innovative products and services to ensure a safe, engaging and entertaining gaming experience.

Playtech is the gaming industry's leading technology company delivering business intelligence-driven gaming software, services, content, and platform technology across the industry. Read more about who we are and what we do here: www.playtechpeople.com

Here at Playtech, we genuinely believe that people are our biggest asset. Diverse thoughts, experiences, and individual characteristics enrich our work environment and lead to better business decisions. Recognizing differences and ensuring our processes are transparent is the core of Playtech's overall commitment to responsible business practices.

Job Description

Ready to level up your career?

Playtech Managed Services is looking for a proactive CRM Manager. On this position you will be managing a team of executives and creatives. You will be responsible for contributing to CRM strategy, leading the delivery of CRM, campaigns and engagement activities.

Your influential mission. You will...

• Serve as the primary point of contact for campaign briefs, ensuring clarity and timely execution.
• Lead, mentor, and develop junior CRM executives, fostering growth and performance excellence.
• Manage the end-to-end multi-channel CRM process, including quality assurance and performance evaluation.
• Drive conversion of registered customers into paying customers, optimizing engagement strategies.
• Implement and maintain automated lifecycle campaigns to reduce churn and maximize player value.
• Plan and execute promotional calendars and CRM strategies, aligning with stakeholders and budget requirements.
• Collaborate closely with technical, product, QA, and customer service teams to ensure seamless delivery.
• Oversee CRM bonus costs, ensuring optimal resource allocation for campaigns.
• Ensure all CRM activities comply with industry regulations, licensing requirements, and responsible gaming policies.
• Coordinate with relevant departments to deliver high-quality campaigns, boosting loyalty and revenue from existing customers.
• Support and assist the Head of CRM in all duties and responsibilities, acting as deputy when required.
• Maintain brand tone and deliver exceptional customer service across all CRM touchpoints.
• Stay informed on market standards and retention trends, applying best practices to enhance performance.
• Achieve monthly retention performance targets, driving measurable results.
• Analyze customer data and recommend actionable strategies to achieve desired outcomes.
• Track key performance indicators and report campaign results to stakeholders with clear insights.
• Produce regular and ad-hoc performance analyses (daily, monthly, quarterly, annual) on CRM operations, making recommendations to maximize revenue potential.

Qualifications

Components for success. You...

• Have proven experience in CRM management, with at least 2–3 years in the online sportsbook and/or casino industry.
• Possess detailed knowledge of CRM strategies, processes, and initiatives that drive engagement and retention.
• Demonstrate expertise in executing CRM lifecycles and activities, ensuring seamless customer journeys.
• Communicate effectively in English, with excellent written and verbal skills.
• Show strong presentation abilities, confident in presenting to all levels of the organization

You'll get extra points for...

• Leverage previous experience with Playtech software.
• Bring experience delivering CRM programs for North American markets.

Additional Information

Thrive in a culture that values...

• The chance to work with cutting-edge technology and innovative projects.
• Employees' health and wellbeing through comprehensive health and dental insurance plans, life insurance, MultiSport card, employee assistance program and food, travel and wellness allowances.
• Work-life balance by providing 25 days of paid annual leave, allowing you to relax and recharge.
• Continuous growth with company-sponsored seminars, training programs, social activities, and events, guiding your professional journey and helping you achieve your career goals.
• Celebrating life events with additional bonuses such as newlywed, and baby bonuses.

PLAYTECH SERVICES TEAM

Working at the cutting edge of Playtech, you will be part of the Playtech Services Team, which consists of experts from across the gaming industry who are involved in pushing forward development both internally and externally to ensure Playtech and its partners remain leaders in gaming content.

PLAYTECH MANAGED SERVICES
Established in 2007 in Sofia, Bulgaria, Playtech Managed Services, a company of Playtech Group has grown into a thriving hub of 500 dedicated professionals, fostering a culture of collaboration, respect, and support. Specializing in customer support and risk management services for leading gaming platforms worldwide, our teams boast industry-leading response times and expertise. At Playtech Managed Services, we prioritize the personal and professional development of our team members, offering opportunities for both horizontal and vertical growth. Our dedicated employees invest their time and expertise in our success, and in return, we invest our passion in them. We provide a fun, creative, rewarding, and inspiring environment where individuals have the freedom to express themselves.

Playtech is an equal opportunities employer. Our mission is to welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work.